Contact

How we handle complaints

Learn how we handle your complaints, what you can expect, and how to escalate your complaint if you are not satisfied.

Who to contact

If you have feedback, you can send it to the relevant Project office:

What do we record?

Your personal information is private and confidential.

We record only the information we need to investigate your feedback and respond to you.

Find more information in our Privacy statement.

When will I get a response?

We will provide you with a final response to your complaint as soon as reasonably possible.

If we need a longer time-frame than anticipated, we will explain this to you.

Urgent responses

For emergencies, call 000 immediately.

Otherwise, if your complaint relates to:

  • immediate safety issues
  • construction impacts
  • accessibility
  • property damage

we will prioritise the matter, and deal with it as quickly as possible.

If you're not satisfied

If you’re not satisfied with our response, you can escalate your feedback.

We prefer that you raise your complaint directly with MTIA in the first instance, however if you remain dissatisfied with our response, you have options to escalate both internally and externally. If you prefer to escalate it externally, you are not required to request MTIA to review it again.

Internal escalation

Within the Major Transport Infrastructure Authority (MTIA), the manager of the relevant project complaint management team will review your complaint further.

We’ll discuss your complaint with you and try to reach an agreement that is satisfactory to both parties.

You can request to have your feedback reviewed via any of these modes:

Phone
1800 105 105

Post
[Project name]
GPO Box 4509
Melbourne
3001

For languages other than English

National interpreter symbol

If you require a translator or interpreter, you can phone us on 03 9209 0147.

Contact us through the National Relay Service (extensive list of call options) and request to call our Contact Centre 1800 105 105.

See the Australian Government's Accesshub page for information about accessible services for people who are deaf, hard of hearing or have a speech impairment.

External escalation

If you are dissatisfied with the response provided by the Level Crossing Removal Project or Rail Projects Victoria, you can escalate to the Public Transport Ombudsman (PTO).

If you wish to make a direct external complaint regarding other MTIA projects, you should contact the Victorian Ombudsman.

You can also escalate your feedback directly to the Public Transport Ombudsman or Victorian Ombudsman without going through MTIA.

Public Transport Ombudsman

The PTO is an independent office that investigates public transport complaints. The PTO provides fair, free and fast resolutions to public transport disputes and works with its members on systemic complaints to help improve the public transport system in Victoria.

The PTO handles complaints about public transport related issues such as:

  • the use of land and premises by operators, including issues such as noise and dust emanating from public transport construction sites
  • the condition and accessibility of public transport infrastructure and rolling stock. Examples include:
    • stations
    • station ramps
    • myki equipment
    • lifts
    • stairs
    • stops
    • train carriages
    • trams
    • buses
    • signs and passenger information notices
  • service delivery issues such as cancellations, reliability, punctuality and overcrowding
  • myki and ticketing issues
  • the conduct of staff, including Authorised Officers and complaint handling staff.

Lodging your complaint with the PTO

Phone
1800 466 865 (free call)

Email
enquiries@ptovic.com.au

Web
Public Transport Ombudsman Complaints

Mail
PO Box 538
Collins Street West
Melbourne
Victoria 8007

National Relay Service
TTY users phone 1800 555 677 - then ask for 1800 466 865

Interpreter Service
131 450

Fax
03 8623 2100

Victorian Ombudsman

If you're not satisfied with any of the complaint methods described on this page, you can make a complaint to the Victorian Ombudsman.

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